Xperience Fitness

Review: I signed a personal training contract with xperience fitness in August. I have not used it since October when I had foot surgery. On the contract it says that it is cancelable until the third day but no where does it say it can not be cancelled after that. I need to cancel this because I am a student, have a full time job and a child that consume the majority of my time. I have left three messages, without a return call, even the so called director of operations has not returned the call. I have had an online chat with a customer service person that was a waste of 45 minutes of time. The chat person said that it is not cancelable. I find that completely unacceptable.Desired Settlement: I just want the contract cancelled.

Business

Response:

Re: [redacted]

Review: I was set up to have the money debited from my account on the 15th of every month. I noticed it came out early a few times, but let it go. I called and verifyed that it should come out on the 15th. I paid all my bills leaving me nothing....They processed 3 charges and I got 3 insufficent funds and also all bills I paid were insufficent since the business debited on the 11th instead of the 15th.Desired Settlement: They need to reimburse me all insufficent funds as this is what caused us to overdraft.

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our [redacted] location always strives for excellent customer service, and we appreciate the opportunity to respond.

Review: I want to cancel my membership, which is currently paid direct from my credit card. I visited the branch where I signed up (Racine) today and asked to have it cancelled, but the person refused. The company requires that I fill out a form and send the form to them by certified mail. This is just a health club and the fee is $20 per month. This onerous cancellation procedure is excessive in this day and age (who uses certified mail anymore?). I should be able to simply state that I want to resign my membership, and this company should respect my wish. The certified mail procedure is just a creepy and unethical way to collect more money without providing a service. Obviously, Xperience just expects that not everyone will go through this procedure and they will make more money that way. I am very surprised that this kind of thing is allowed. There are many other kinds of contracts these days that can easily be cancelled with a phone call.Desired Settlement: I think this policy should be illegal. Small contracts like this should not require a form sent in by certified mail to cancel.

Business

Response:

Re: [redacted] - [redacted]

Review: This gym purchased the original gym I belonged to and then very quickly shut it down so I had no recourse but to use its services. Very quickly their gym therapists made known that they wanted to sell their services as trainers and they were asking approximately $500 for 4 or 5 sessions. Since they were so very expensive, I declined. In December I went to FL and used Gold's gym there. They had ropes and kettle weights that I became accustomed to for a better workout. They had no special requirement. If you wanted to use them you did and that was it. Not so in Wisconsin. These ropes are part of the gyms equipment and my insurance company pays them a fee to allow me to use their gym and it's equipment. Yet I am told that if I desire to use this equipment I MUST SIGN UP WITH A TRAINER. For $500, right. This is a gym. It doesn't say "we'll only let you use certain equipment if you pay us more to do it. This is obviously a scam to get more money out of the users of that gym. They have no right to present themselves as a gym, open to the public when only certain parts of that gym are available to the members UNLESS YOU PAY MORE MONEY.Desired Settlement: There is no settlement possible. They are running a scam by forcing anyone who wants to utilize equipment to pay extra for up to date equipment.

Business

Response:

Re: [redacted] A. [redacted]

Review: I signed up for a membership over a year ago. I decided that I no longer had a need for it since my new job offered a gym. I sent in a letter to cancel the membership. It was not done and I haven't heard anything from xperience fitness but for them to keep changing me. I no longer have the contract for the account number so canceling is becoming impossible now.Desired Settlement: To have the contract canceled and to have no further contact or charges from this company

Business

Response:

Re: [redacted] - [redacted]

Review: I joined this gym in February of 2014. Within days of joining I was scheduled for a "free" personal training session which turned out to be a hard sales pitch for the training product. I bought in and signed up to receive personal training, for which I did sign a contract. Personal training costs me $376 a month on top of the $19.99 that I pay per month for my membership fee. I understand that I signed a contract, but I can no longer afford to pay them $396 per month. Additional to that, I originally signed my 2 children up for Kids Klub at another $19.99 per month. I have already written to request that cancellation and I believe it was accepted.

I informed xperience fitness that I could no longer afford their services and would like to cancel. I have conversed with three different employees of xperience; one who offered to freeze the personal training, one who said she'd call back and never did, and one who said she'd like to help me work out a different payment plan. I have explained to them all that I made a mistake in a moment of hard sales induced optimism. I will not continue using the service because I cannot afford it. I have made two payments of $188 and have had, at most, 4 visits with a trainer (none since early March 2014). I don't know how else to stress to them that I cannot afford their services anymore, and I will not be able to afford them in June either. Every one I speak with tells me I cannot cancel my personal training sessions because I signed a contract but could freeze my training fees. NO! I CANNOT afford this anymore and I WILL NOT be able to afford it in June either. I find it absurd that a company refuses to accommodate customers who want to continue an amicable relationship with their business, still paying a $19.99/mo and $39.99/yr fee, and yet NOT pay for a service they cannot/will not be using! I would like to keep my gym membership but I do not need to be stonewalled because my situation has changed. I cannot pay for the service and I will not be using it! This is shady business practice and will win the company no friends.Desired Settlement: Cancel the personal training contract.

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.

Xperience Fitness does sympathize with Ms. [redacted]'s situation and would be more than happy to cancel out her Personal Training Agreement. Ms. [redacted] has made two payments on the agreement and is welcomed to use the sessions that have been paid for already. Both children's memberships have been canceled as well. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I was notified In April by Xperience fitness being told I did not have a valid debit/credit card on file to automatically bill my monthly dues each month. I knew this was incorrect because I had given updated checking account info in Febraury which I had told them about. The next time I went to my local gym in Racine, WI I was made to put a credit card on file anyways. I told them not to bill late charges and monthly fees to credit card given because I could prove that indeed my $10 was being automatically deducted form my checking account I had previously given in February. They did however charge my credit card $79 in late fees, only to find out there is a different [redacted] in Menasha, WI. It was this other [redacted] that did not have a current credit/debit/checking account on file, so my credit card was added to his account and wrongly charged. This not only put me at financial risk, they have yet to refund me a remaining $20.00. This has been going on since April with dozens of phone calls, dozens of messages left, with no one refunding us the remaining money. Bank statements have been sent to prove the wrong doing and they will not take responsibility for their huge mistake.Desired Settlement: Xperience needs to take responsibility for the error and financial risk they put us at. Also jumping through hoops trying to resolve this issue for 3 months. We need to be refunded our remaining $20.00 and would like to see some form of reimbursment for the headache we have been dealing with all this time.

Business

Response:

Re: [redacted] Lee [redacted] - 10089022

Review: Around April 14 or 15 me and my husband, decided to possibly join the club. if we like it. So after we had our tour of the facility. We wasn't sure if it was something we want to do as far the price goes. So we were ask to just fill out the application. And we could decided the next day if we wanted to continue. They made several attempts to call but never spoke to me nor my husband .But we never agreed to join the club. So on May 13 2014 they changed my debt card sixty five dollars. Which was never authorized by me to go ahead we the process. So after speaking we leann the clubs billing manager. She totally confused me, so I'm looking for help to resolve this issue.Desired Settlement: 68.00

Business

Response:

Re: [redacted]

Review: Have not been a member since 2013. They have contacted me by phone at least 2 times explaining that the automatic fees being deducted from my checking account were not authorized and I requested they be stopped. The calls were for reauthorization, and I declined.

I have also tried to contact by written communication without results (Twice since 2013). The fees are still being taken out.

The fee of $21.44 plus towel fees have been taken out monthly without authorization since 2013. Totaling over $800.00.Desired Settlement: Refund issued of all fees taken out of my account from 2013-current. Also TOTAL cancellation of membership.

Business

Response:

[redacted] - [redacted]

Review: Xperience charged me for personal training when I told them that I only wanted to use their gym and equipment as I have a personal trainer elsewhere.

I have tried several times to get them to cancel the training and the membership as I no longer want to be a member with a company who handles business and customers that way. It is a crooked business, in my opinion.Desired Settlement: I would like the $1176.00 refunded to me as there is no way that I will ever walk into that place again and will never give them a favorable review.

Business

Response:

Ms. [redacted]'s signed personal training contract is attached to this response.

Ms. [redacted] agreed to and signed a personal training contract with Xperience Fitness on 7/31/2013. As

per her contract, she has three (3) business days to cancel her training and receive a full refund. Ms.

[redacted]'s personal training cancellation request was received by our support center on 8/9/2013 with a

postmark date of 8/2/2013.

On 8/21/2103, a cancellation request for her membership was received with a postmark date of

8/15/2013. Ms. [redacted]'s cancellation could not be processed at this time due to a past due balance.

On 8/23/2013 the past due balance was paid and her membership account was set to cancel with no

further charges. A refund check of $1176.00 for personal training was mailed to Ms. [redacted] on

8/30/2013 and was cashed on 9/5/2013.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I am requesting that the Revdex.com Bureau review the numerous complaints against Xperience Fitness, and consider lowering its rating to reflect the quality of service the customers are actually reporting. At this time, the rating is A+ but the number of complaints, and the length of time customers have complained, makes me question if Xperience has really earned that grade.
My experience with Xperience Fitness has been a nightmare. I would not recommend this gym to anyone.
Problems include:
1) Xperience Fitness is not cheaper or a better deal than the competitor, and after the numerous fees are charged you will end up paying more money than you thought.
2) The salesperson lied to me to get me to sign a contract (which is fraud), the terms I was offered were not fulfilled.
3) I also signed my children up, and the salesperson created their account in the wrong way. I was told my children's memberships would travel with mine, and could be used at other locations. When I took my children to another location, they were denied entry, which was upsetting to the children, and resulted in tears and tantrums. I was told it would cost an additional $40 (a deal, I was assured!) per child to fix the problem. The problem that was created by the salesperson who signed my family up at the Vadnais Heights, MN location.
I then called E at the customer service line, who was rude, and told me nothing could be done, and that the salespeople do not make mistakes. I was made to feel like I did something wrong. The only option given to me was to pay more money to correct the problem or cancel the membership (that I had already paid a ton of money to obtain!).
Finally, the manager admitted there was a problem with the way my children had their accounts created, and supposedly fixed the problem. I am scared to see what happens trying to use the membership at another gym, especially considering how upsetting this is to my children.
4) Charged numerous additional fees, I did not expect. Fees include: I was told that my children would not have a yearly membership fee because they are part of my account, that only I would pay the membership fee. That was a lie - I was charged $120 for the children's membership fees. It was then discovered, again, the salesperson made a mistake, and I was overcharged $41. Charged $80 in late fees when Xperience made a mistake with my credit card information; even though the error was found, I was never given a full refund. Charged a $20 fee, I am not sure why. Double charged monthly membership fees. I do not trust Xperience at all with my credit card information. My advise -check your bill very closely, and regularly.
5) Customer service is rude, and does very little to resolve complaints (I was told over and over again "I can't do anything about that" or "you did sign the contract". I signed the contract after being lied to by the sales person!) E and L in customer service act like they don't care about you as a customer. I also tried to resolve disputes with manager at the Vadnais Heights, MN location, and got a little more progress - it was obvious the two offices do not communicate, and do not work together to resolve complaints or meet the needs of customers. There is no follow up from management to see if complaints have been resolved. I feel like Xperience Fitness does not care about the customer. I have worked in customer service and honestly, I would never treat my customers this way.
6) When I put my friend's name on the referral list they were harassed by salespeople, making up to 5 calls a day. I asked the manager to shred my referral list, and stop calling my friends. The manager said he would but the calls continued anyways. My friends made repeated requests for the salespeople to stop calling, and their wishes were not respected. I also signed up under a promotional deal that was offered on the website, the sales people did not offer the deal to my friends, and tried to charge them more money. Several of my friends were angry at me for putting them on the referral list, I was totally humiliated.
7) The women's locker rooms at the Vadnais Heights, MN location are filthy - garbage overflowing, puddles water on the floor that are slippery, hair on the floor, toilet paper on the floor, dirty sinks and toilets etc Broken locks on bathroom stalls. I see this consistently - even when I visit on different days, at different times.
8) The Vadnais Heights, MN location is not family friendly. There are no lockers near the pool. And no stalls or area for children to change in. My children had to dress in the cardio bathroom, which involved some of them waiting outside while others dressed. The children who waited to get dressed were exposed to an R rated movie with scenes of violent shooting with guns and blood, and another scene showing a couple in bed having sex that was shown on the cardio cinema. This movie is not appropriate for children. Then after the children went swimming, they had to walk across the gym floor, dripping wet in swimming suits, to get changed in the cardio bathroom. Some children had to wait, again, while others were getting dressed, shivering cold and wet. A simple changing stall in the pool area or an additional room to change in built near the pool area would help.
- The only reason I have a membership at Xperience is because I have paid so much money that to cancel now would be wasting the hundreds of dollars that I have put in. When the yearly membership is up, I will be moving my membership to a competitior who offers better prices, and better services.
My advise, use caution signing up at Xperience. Visit with competitors to compare terms. For families, keep in mind the Y has a scholarship program for those with limited financial resources. Community centers also offer great family packages and usually have a pool and fitness area. If you do sign up at Xperience, get EVERYTHING the salesperson says in writing. If the salesperson offers something, make sure it is writing. If the salesperson (this happened to me) tells you to sign the contract, and tells you terms that are not on the contract - do not accept a verbal agreement, it has to be in writing! Get a written statement of the fees you will be charged upfront - get the monthly fees, the yearly sign up fees, everything. Check your billing statement every month for errors. If you talk to customer service, record the phone call and document everything. Do not let Xperience bully you or tell you nothing can be done if there is a mistake - file a complaint elsewhere if you have to.

Review: I belonged to Xperience Fitness (formerly known as Gold's Gym). At the time I joined under contract and was there for the duration of the contract. the name was changed to Xperience Fitness and the location also changed. Their practices of having contracts also changed. I contacted them one year ago asking how to cancel my membership. I was given the information and told I had to send a certified letter to an address given in order to cancel my membership which I did. When I checked my bank account I thought it appeared that they had stopped drawing out of my account (auto pay on my part). Just before Christmas of this year I received a letter from their financial company ([redacted]) stating that I was behind in payments as of October (In October my bank issued me a different debit card). I contacted [redacted] and explained that I had sent a certified letter cancelling my membership. They indicated there was nothing on their records about this and that I would need to return to the club and settle up with them. Once I paid off the contract , money due, then I should send them either a certified letter or a regular snail mail letter cancelling my membership. I, sad to say could not locate a verification number for sending the original certified letter so it is my word against theirs as to weather it was ever sent. I contacted our local post office and there is nothing they can do to help.Desired Settlement: I want to get out of my contract. Sending anything certified does not seem to be the answer and if it did not work the first time how can I trust this the second time? As a side note.... my monthly payments to Gold's Gym/Experience were much higher than those who have joined in more recent years. Never did anyone attempt to try and adjust the monthly payment down (I was paying $29.99 and now it is $19.99 for the same level of service.) They are extremely shady in their practices as far as I am concerned and would not recommend them to anyone as a choice of venue to work out at.

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Appleton, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. On January 22, 2015 we confirmed with Ms. [redacted] that her membership has been canceled with no future payments due. When our business switched from Gold's Gym to Xperience Fitness (same ownership) we sent out a mass e-mail along with a normal mailing to all of our current members informing them of the change and offered to reduce their membership dues. Also, if members were on the old membership program/rates they just needed to ask any staff member how to change their dues. We are sorry that Ms. [redacted] did not take that initiative and or received our member e-mail or mailing. Again, moving forward Ms. [redacted]'s membership is canceled. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: I attempted to set up an account through xperience fitness to acquire a membership. I was to give them my routing number to my savings account and my account number as well. I provided them with my account number for which they got my information wrong by one number. it was to be a direct withdrawal once a month. I wasnt notified about this problem until I was $80 in debt. Once they notified me, I asked them to discontinue my membership because I wasnt going to pay for one of their employess mistakes. They disagreed with me and continued to charge me until they decided to close the account and send it to a collection agency.Desired Settlement: To cancel debt

Business

Response:

Re: [redacted]

Review: I called Xperience Fitness on August 6th to have my debit card information remove from all accounts to stop all charges. I was told I needed to speak with ABC Financial their billing department. The customer service rep. explained to me that she would remove all of my banking information from all of my accounts. She also told me that I needed to email this request to them because my mother account is at a different address. I emailed ABC Financial on August 7, 2014 @ 5:02pm with my request. I did not get any back stating the email was not sent. I assumed things were taking care of. Today I checked my banking statement for August and I notice Xperience Fitness continued to withdraw money from my account three times. First on August 13, 2014 for $19.98 and $19.99 and then on August 29, 2014 for $ 34.49. I called Xperience again and was told the same thing by the billing department. Once I explained to the customer service rep. I have already completed these steps she told me the payment on August 29, 2014 was made at the gym using my debit card. I have not been in their gym in months, so I asked her, "How would a person get my debit card number. Then she told me that she couldn't help me and that I would need to go to the gym for information. The representative also told me that I need to send the email again because they will be doing another debit on my account on September 13, 2014. Which confused me again because she just told me like the last representative she removed my banking information. I have sent another email to ABC Financial requesting not to use my debit card information. I also called the gym and spoke with a Amber who stated that there was a receipt but no signature so she transferred me to an [redacted] who completed the transaction. Which I got voicemail and I still have not heard anything from anyone.Desired Settlement: I would like a check to be issued asap to me in the amount of $74.46. This is the amount that was taken out banking account.

Business

Response:

Re: [redacted] - [redacted]

Review: xperience fitness will not let me cancel my membership. I have a month to month contract. I have called, written and send certified letters to cancel my membership. I had to change my Credit card number.Desired Settlement: I would like my membership canceled.

Business

Response:

**SEE ATTACHED DOCUMENT**

Consumer

Response:

Review: I joined xperience fitness late 2012, and was sold a personal training package at the time of enrollment. The representative for xperience assured me that any subscription that was purchased was able to be cancelled with a thirty day written notice and final payment. He showed me on the xperience home page where it says exactly that, therefore I believed him. In December, my financial situation changed forcing me to send the written notice and final payment in to the corporate office to cancel the personal training subscription. I received a notice several months later that I was severely past due on the personal training bill, I contacted the office that I had sent written cancellation and final payment, and therefore did not owe any more monies. They told me that personal training is a contract and cannot be gotten out of. I had a work injury involving my back and hips during the "past due" time and was given a doctor note to avoid any training at that time, which I provided the gym. I now have been released from physician care as of 8-22-13 with a permanent no physical training stipulation due to the condition of my back. I keep getting calls and e mails from xperience demanding payment for something I cannot physically do, and have communicated with them all the above facts. I have basically paid for 5 sessions I cannot do, and yet they refuse to let me out of a contract they misled me into.Desired Settlement: I believe xperience has not lost any monies due to me getting out of a contract, because I did not have scheduled visits that were missed and therefore taking away from someone else. I paid the final month along with the letter of cancellation, giving me four more sessions that were unable to be used due to injury at forty five dollars each. I would like to see the contract nullified and call it even between xperience and me. I think this is the most fair way to handle the situation. Also the lock in contract policy should be changed, peoples lives change, and they are suppose to be an institute of helping people,not kicking people when they are at their weakest moments and injured...

Business

Response:

The following documentation is attached to this response: a signed personal training contract

and account notes.

We apologize for Mr. [redacted]'s frustration with canceling his personal training. On 12/11/2012

Mr. [redacted] requested to make a cash payment for his upcoming invoice for personal training. At

this time, he also inquired about canceling his services. He was advised that personal training

cannot be canceled and that he is in contract.

He then submitted a cancellation request for personal training which was reviewed on

12/21/2012. There were several attempts to contact Mr. [redacted] by email and by phone

explaining that he could not cancel and he had a past due balance for personal training.

During this time, his membership account also went into a past due balance status. After

several contact attempts, Mr. [redacted] contacted us on 3/20/2013 requesting to cancel his

account. Again, he was given a copy of his contract and the details of his contract were

explained to him.

On 3/26/2013 we did request an account freeze due to financial hardship which was approved,

with the understanding that the past due balance at that time would need to be paid by

6/30/2013. Mr. [redacted] also submitted a doctor's note at this time.

Mr. [redacted] failed to fulfill his agreement to pay by 6/30/2013. Both his membership past due

balance and his personal training balance has been sent to collections.

Putting our best foot forward, we would be willing waive any of the past due balance that

accrued after the doctor's note was submitted.

Membership account past due balance: $155.87, we will settle for $42.80

Personal training past due: total $1800.00, we will settle for $540.00

Mr. [redacted] may contact Angie at ###-###-#### to bring his account current and cancel future

services

Review: We spoke about my health issues when I signed up. I didn't know if I could do the training and [redacted] said no prob just send us a letter. I have sent a doctors letter that I can't work out anyhow and they still will not cancel the contact and refund my money. Nobody returns phone cestablishment. terribly ran establishment. I just want to terminate my contract and membership and get my refund and stop anymore withdrawals from my accountDesired Settlement: Terminate contract and membership, stop withdrawals from my account monthly and refund my account

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize for the delay. Ms. [redacted]'s membership has been canceled and she will be reimbursed for the last Personal Training payment she made. If Ms. [redacted] has any further question moving forward she can contact me at the number below. -- In good health, [redacted] Xperience Fitness - MN/WI ###-###-####Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.We apologize for the delay. Ms. [redacted]'s membership has been canceled and she will be reimbursed for the last Personal Training payment she made. If Ms. [redacted] has any further question moving forward she can contact me at the number below.

Review: I cancelled my membership in writing in May of 2015. This company try to continue debiting my checking account. I close my checking account due to this. Hey now send me a bill for $49.98. They claim that this money is for June and July. I cancelled before these months and it is a month to month membership. They continuously call me and have threatened to turn me over to a collection agency. Membership. Day continuously call me and have threatened to turn me over to a collection agency. I did everything correctly that they asked me to and now they're trying to get more money out of me by threatening to damage my credit.Desired Settlement: I feel it is very appropriate for them to adjust my account to show a zero balance and to not contact me in the future. Also if they tried to put this on my credit report they need to reverse it immediately.

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our [redacted] location always strives for excellent customer service, and we appreciate the opportunity to respond. The first time Xperience Fitness was aware of Mr. [redacted]'s intentions to cancel his membership was on July 28, 2015 when our billing company received his cancellation letter. Mr. [redacted]'s last payment was on July 8, 2015 prior to receiving his cancellation letter and since that date, no further payments to Xperience Fitness have come from his account. We have waived the past due balance and his account is canceled. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: Xperience automatically debited my account for their annual "maintenance" fee. This was done without notification/reminder of the fee.

On Oct. 15, 2014 Xperience deducted $39 for an annual "maintenance" fee. No courtesy reminder or notificaiton was given prior to the deduction so I did not allow for dededuction to process and this caused an additional fee. This annual fee is suppose to maintain the gym's equipment, but the equipment that once upon time had T.V. for your personal enjoyment have all been removed. The theater room with equipment is out of commission on a regular basis and the gym isn't cleaned regular. So being blind-sided with "maintenance" fees are not acceptable. This gym should not only provide a reminder, but within that reminder advise what the plans are for the fees collected. Calls go un-returned and the teens they have as staff don't have an answer to anything.Desired Settlement: A refund of the additional cost dededucted from my account. Total deducted $58.50.

Business

Response:

Re: [redacted] - [redacted]Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Racine, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.We realize that many people have limits to their personal budgets form month to month and also realize planning a head for unexpected or forgotten upcoming expenses are common as well. Xperience Fitness has posted in our front lobbies a larger "Member" Information board which explains the due dates our Annual Fee and we provide each member with a copy of their signed membership agreement which states the date of their Annual Fee. We feel these two avenues are sufficient due to the fact we rarely have complaints from our clients when the Annual Fee takes place.On 3-25-14 we contact Ms. [redacted] to explain our cleaning initiative and invited her down for a "walk through" to help point out any areas of concern. On 4-23-14 we reached out to Ms. [redacted] again to follow up on a walk through but, didn't hear back from her. Every member is responsible for their Annual Fee again, we understand that the fee caught Ms. [redacted] by surprise which also created a $19.50 late fee charge on her account which we are more than happy to give her credit for. We will credit December and January dues and her next dues payment will take place on February 4, 2015.We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: I filed a cancellation to Xperience Fitness membership on January 13th and they charged my account $29 for this years membership on Jan. 15th. When I called about the charges I was told it was to late and the customer service refused to remove the charges.Desired Settlement: I want the $29 charges refunded to my account as soon as possible.

Business

Response:

Even though we require a 30-Day written notice to cancel, we are more than happy to return the Annual Fee of $29.00 to Mr. [redacted]. This transaction will take 7 to 10 business days.